Application Support Manager

Role Overview

We are looking for an App Support manager to lead our global support team across our Protection Platform and Decision Platform products. The role involves overseeing ticket management, prioritisation, incident resolution and SLA delivery, working closely with customers and engineering teams to resolve complex issues.

You will lead and develop the team, helping coach and grow our support engineers, ensuring owned metrics such as CSAT and 1st time resolution steadily improve. You will represent Support as an enablement team, working closely with Product, Customer Success and Engineering teams to ensure great customer experience.

You are a proven operator with a strong understanding of app support and customer experience management. You work collaboratively with engineering, product and customer success teams to resolve customer issues quickly and to a high standard.

5 years+ experience leading, coaching and managing global support teams

Exceptional leadership, communication and stakeholder management skills

Strong operational mindset supporting customers in an SLA-driven environment

Deep expertise configuring and optimising Jira Service Management (preferred), Hub Spot, Zendesk or Service Now platforms

Proven experience building dashboards, insights and reports from support data

Proven experience implementing and managing Incident processes

• 25 days of annual leave with option to buy/sell more days
• Adoption and fertility leave
• Generous enhanced parental leave
• Comprehensive private insurance coverage for employee and dependents
• Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary
• Optical benefits 15% combined employee/employer contributions
• Subsidized gym membership
• Access to Employee Assistance Program
• Cycle to Work and Electric Car Salary Sacrifice Scheme
• Time off for volunteering
• Charitable matching of employee donations